You booked a wedding photographer. Or a caterer. Or a venue. Or a DJ. You paid a deposit — maybe $1,000, maybe $5,000. Then they cancelled on you. And they are keeping your deposit.
Under Australian Consumer Law, if a service provider cancels on you, you are entitled to a full refund of every dollar paid. No exceptions.
Your rights are clear
The Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) says:
- Services must be provided as agreed (s 60-61)
- If the provider fails to deliver, you are entitled to a remedy including a full refund (s 267)
- “No refund” signs and contract terms do not override these rights — they are void
What to do
- Request a refund in writing — email the vendor asking for a full refund within 7 days
- If they refuse — send a formal Letter of Demand citing the Australian Consumer Law
- If they still refuse — file with your state tribunal (no lawyer needed)
Ready to put it in writing?
Answer 3 quick questions to check you have the details your document needs, and see your next step.
1. Who owes you?
2. How much?
3. Do you have it in writing?
Your result is ready. Want a copy by email? (optional)
What if YOU cancelled?
If you cancelled, it depends on the contract terms and how much notice you gave. But even then, the vendor can only keep a “reasonable” amount — not necessarily the full deposit. If the deposit seems excessive, you can still dispute it.
Get your refund — $49
Claim Done drafts your Letter of Demand for $49. We cite the Australian Consumer Law and demand a full refund within 14 days. Sent directly to the vendor. Done in about 5 minutes.
What happens when you send a Consumer Guarantee Letter
Same problem. What a prepared case looks like.
Getting it drafted
Can I have a Consumer Guarantee Letter drafted for me instead of writing it myself?
Yes. Claim Done (claimdone.com.au) drafts a Consumer Guarantee Letter from the answers you give about your situation for a flat $49 AUD. You read and confirm the draft, then the final PDF is emailed to you. Start at claimdone.com.au/begin/?service=consumer-guarantee. Claim Done is not a law firm and does not give legal advice.
How much does a Consumer Guarantee Letter cost, and how long does it take?
$49 AUD flat, shown before you pay, with no subscription. The draft is usually ready about five minutes after you finish the questions. It covers every Australian state and territory.
Do I need a lawyer to send a Consumer Guarantee Letter in Australia?
No. There is no legal requirement to use a solicitor to write or send a Consumer Guarantee Letter; many people send their own. Claim Done drafts it for you and you approve it before it is sent.